At Kayak Shop, we’re as passionate about your satisfaction as we are about water sports. While we carefully select and pack every kayak, paddle, and accessory to ensure it arrives ready for adventure, we understand that sometimes returns or exchanges are necessary. Our policy is designed to be as smooth as your next paddle through calm waters.

Our Return Promise

We accept returns within 15 days of receiving your order. To be eligible for a return, items must be:

  • In original, unused condition (with all tags and packaging intact)
  • Accompanied by proof of purchase
  • Not part of our non-returnable items (see below)

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Replacement Parts (custom-cut or specifically ordered for your equipment)
  • Mesh and Bungee Cords (due to potential stretching or customization)
  • Personalized or custom-ordered items
  • Any item that shows signs of use or is not in its original condition

How to Initiate a Return or Exchange

Step 1: Contact Our Customer Service

Email us at [email protected] within 15 days of receiving your order with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer a refund or exchange

Sample Return Request Email:

Subject: Return Request for Order #12345

Dear Kayak Shop Team,

I would like to return/exchange the following item from my order #12345:

Item Name: [Product Name]
Reason: [Reason for return]
Preferred Resolution: [Refund/Exchange for [Product Name]]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

We’ll email you within 2 business days with:

  • Return authorization number
  • Return shipping instructions
  • Return address (4326 Jennifer Lane, Raleigh, US 27609)

Step 3: Package and Ship Your Return

Please:

  • Repackage items securely in original packaging
  • Include all original accessories and documentation
  • Write the return authorization number clearly on the package
  • Ship using a trackable method (we recommend insurance for high-value items)

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Amount: You’ll receive the item price minus any original shipping costs (unless return is due to our error)

Note: Depending on your financial institution, it may take 3-10 business days for the refund to appear in your account.

Exchanges

For exchanges:

  • Follow the same return process above
  • Clearly state the item you wish to exchange for in your initial email
  • We’ll ship the new item once we receive your return (additional charges may apply for price differences)

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

  • Our shipping error (wrong item received)
  • Defective/damaged item

In these cases, we’ll provide a prepaid return label or reimburse reasonable return shipping costs.

Damaged or Defective Items

If your kayak, paddle, or accessory arrives damaged or defective:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for return shipping at our expense
  3. Choose between a replacement (if available) or full refund

Water-Ready Satisfaction Guarantee

We stand behind every product we sell with the same confidence we have in our own kayaking gear. If you’re not completely satisfied with your purchase, we’ll work with you to make it right – because we’re paddlers too, and we know how important reliable equipment is for your adventures.

For any questions about our returns policy, email our customer service team at [email protected] – we’re happy to help!